CareScout Senior Customer Service Representative - First Call Resolution - Military Veterans

About CareScoutJoin us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system and we are deeply committed to a sense of belonging for all, in all phases of life.Were creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!CareScout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.POSITION TITLECareScout Senior Customer Service Representative - First Call ResolutionPOSITION LOCATIONRemoteYOUR ROLEThe First Call Resolution (FCR) representative, as the primary contact for our customers and providers, is one of the most important positions at CareScout.What you will be doingCareScouts mission is to help families navigate long term care and this role supports that mission by delivering superior customer service to our external and internal customers through several critical functions for the business including:Provide exceptional customer service through timely, accurate, and courteous responses to the Field Team, nurses, social workers, and customers, clients, family members, caregivers, and providersThrough fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle the customers call, delivering first call resolution, with low customer effortAction oriented, flexible problem solver who will assist customers in resolving any and all inquiries or needs, including but not limited to:Handling intake requests to completion by gathering available dates and times, accurately entering into the system, and pushing the workflowHandling schedule and reschedule requests to completion with our Field Team networkPartnering with the Field Team to ensure documents are received, and handling confirmation calls related to scheduled appointmentsDocumenting all calls clearly and concisely in addition to completing all follow-up workHandling requests for modules, generating correspondence, handling fax and non-phone work as neededPrevent escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurringMeet or exceed call center metrics including but not limited to adherence, calls answered, handle time, AUX/ACW time, available timeMeet or exceed other key metrics including but not limited to quality, Field Team rates, intake and scheduling productivity, and Care Advocacy referral process and transfer expectationsParticipate in testing of systems to support deploymentsActively contribute to positive morale and teamwork, demonstrating good communication skillsProvide coaching and training to new team members, and shadowing to other areas of the businessOther duties or tasks as assigned by the manager that support CareScouts business need, changes, and new initiativesThe daily shift for this role is Monday-Friday, 9:30am-6pm EST; operating hours are 8:30-6pm. Hours may change as business needs shift.What you bringPrior customer service experience in a contact centerProven commitment to providing incredible customer service both internally and externallyPositive energy, optimistic outlook and a caring, compassionate attitude, in particular with the aged populationDemonstrated call center metric achievement, including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time, and qualityHigh integrity, reliable attendance, and team orientedAbility to multi-task and handle delegated tasks in a timely manner; meeting deadlinesUnderstanding of HIPAA/ confidentiality of informationDemonstrated experience to resolve customer issues through strategic thinkingAdaptable to change; proactively seeing need and taking ownershipStrong oral and written communication skillsExcellent organizational and time management skillsProficient with computer applications such as MS Office, workflow management tools, email, desktop faxing and other office proceduresNice to haveBA/BS or relevant work experienceLong Term Care / Insurance industry knowledge, CareScout experienceEmployee Benefits & Well-BeingGenworth employees make a difference in peoples lives every day. Were committed to making a difference in our employees lives.Competitive Compensation & Total Rewards IncentivesComprehensive Healthcare CoverageMultiple 401(k) Savings Plan OptionsAuto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)Generous Paid Time Off Including 12 Paid Holidays, Volunteer Time Off and Paid Family LeaveDisability, Life, and Long Term Care InsuranceTuition Reimbursement, Student Loan Repayment and Training & Certification SupportWellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)Caregiver and Mental Health Support Services